Nail salon no show charge

[Prettybutdumb]

I had a nail appointment recently at a salon that I’ve been frequenting regularly for years. The morning of the appointment my youngest woke up and ran to the loo and poor thing had a bad tummy. I emailed the school, but still had to take the eldest in and it was bad enough that she had an accident on the way to dropping off her sibling.

I messaged the salon as soon as I got back (they weren’t opened yet) to explain what happened and that I won’t be able to make it. This has never happened before. I’ve never been late or had to cancel before. There was no reply and today I saw that my appointment was charged 100% for no show. I completely understand that they have their own employees, costs etc, but isn’t that poor practice? To charge the appointment in full without as much as a conversation or message back when I’ve been a regular customer (I go at least once a month) for so long?

This last minute type of cancellation has happened twice in my life before as I have small children and they can be unpredictable - once with a dentist and a second time with an osteopath. Both said it’s a first occurrence and they won’t charge anything (although their T&C said they would), just offered me another appointment.

I feel pretty miffed and it’s safe to say they’ve lost me as a customer.

That’s the problem, isn’t it? I agree with you. If they offer a “one strike free policy” all that means is that the cost of that, whatever it is, just gets factored in to the price for those that do turn up as planned. I can easily imagine that one or two people a day no-show. That’s 10 no shows a week, or £1,000 less profit. Would the OP be happy to constantly pay £105/£110 a session instead of £100 to factor in the cost of everyone’s no-shows, or stick to £100 and accept when they no show they’re down £100. The one thing that’s certain is that it’s not the salons fault, so they have to take one of the two approaches. They chosen to charge for no-shows.

What are they doing for £100 a visit?

Personally I’d never step through their door again.

I booked eyelash extensions a couple of months back- was disgusted to see in her T&C’s that any appointment cancelled with less than 2 full weeks notice would be changed for at full cost! Only continued with the booking as I desperately needed an evening due to childcare. And then she cancelled on me…. I managed to get elsewhere, but due to her ridiculous cancellation policy I’ll never rebook even though she’s far closer to me.

There’s a fine line in these types of situations

If it’s in their Ts&Cs then it’s fair enough. They can’t start doing favours as and when.

First of all what constitutes “loyal” and how bad a reason do they have to have when cancelling? I don’t think a vomiting child is a bad enough reason tbh.

And what if two customers spoke to each other and realised one had been charged and the other hadn’t? It’s not worth the hassle!

You are free to go elsewhere obviously but I think it’s petty.